Cox → Had a problem and now it's fixed. Thank U Cox!

I had been having an intermittent problem with packetloss for about a month. It could not be determined exactly what was causing it; the power levels and SNR were fine, but I found that resetting the modem always cleared it up. I had already replaced the NIC and cable previously. All this time I was talking to Cox and we were working out the solution. Cox was sent out to my house and nothing was found at the time. Everything was looking good and no problems were found on the line.

A few days ago, the problem worsened and Tier 1 and Tier 2 finally could see the problem. I talked to Tier 2 and he suggested trying another modem, so I tried it and still the same. A tech was sent out and he replaced all the F-connectors on my wire and the grounding block. All my problems disappeared!

Moral of the Story:
Sometimes we overlook the obvious and blame our computers or Cox for the problems. Cox worked with me and finally a solution was found. When the system works we don't give Cox any credit and when the system fails us we blame Cox. So this is my way of saying Thank You Cox for determining what the problem was and for fixing it.

Sometimes the solution is just too obvious and simple.

Let me ask you a couple questions. You stated your problem to Cox. Did they suggest you replace your NIC card and cable? Did you have to purchase them to accomplish this replacement. Did you have to purchase the Modem or was it Cox furnished? In the end it turned our to be a Cox problem after all. But while your were "working with Cox" did they ever send anyone out to check their feed? Or was it left up to you to prove that the problem was not your equipment causing the problem? So if you pay for a product and you had to go to the expense to buy the above two items. You did all the elimination work and it sounds like you incurred the expense. I fail to see the working with you until it bit them in the back side! Or did I miss the point of your final paragraph?

I replaced the NIC cause I want another IP and this was done before the problem occurred. I had another ethernet cable so I replaced it. At the same time, I was having DSLR monitor my line. I wanted the line monitored to prove to myself that it was on the line and not me. When I was doing ping, tracerts, pathpings, I would have packetloss at all the hops to the point that I could not access anything.

Not being highly skilled in computer ways, I was trying to determine where the problem was occurring. Cox sent a tech out to check the lines and nothing was ever found. The problem was intermittent. It would clear itself, it wouldn't last long, and when I was having it a problem I was calling them but then the problem would clear up and they could not see a problem on the line. But then it finally worsened and I found I could reset my modem and everything would clear up so then I suspected the modem. I even called Toshiba and they suggested sending the modem back to see if it was the problem. The problem worsened and I called Cox again when it was happening and they finally could see the problem. The problem was intermittent; probably heat related. I never suspected the F-connectors although I did check them for tightness.

I was the one troubleshooting the problem/solution instead of relying on Cox to lead me through this. All the things I tried was relevant to finding the problem. I simply eliminated the things I was responsible for until I knew for certain it was not my computer and anything related to my network.

I am not putting Cox on a pedestal. I know they have problems with their network. Cox followed up with a rep asking questions about the tech coming about and even asking about conversations with Tier 1 and Tier 2; I even had an engineer call me up and give me his personal cell phone number and he told me to call him anytime it started and he would right out. Tier 2 suggested trying another modem and was going to have the modem brought out to my house. I was going to use a Cox modem but my friend had a Motorola 4200 I could use.

In talking with the tech that came out, he said he would have put another modem online to see if that was the problem but since I eliminated that, he said the next step would be to replace the connectors to see if they were the problem. He said he had already eliminated everything else before he came to my house.

It was such a simple solution to my packetloss that it's laughable. I'm am just simply thanking Cox, nothing more nothing less. Even though the problem was Cox related, it is also related to me, cause I replaced some of the F-connectors.

While it is always easy to blame Cox and to bash them when things go wrong (like we do with Microsoft OS!), we sometimes fail to give them a pat on the back when it is needed. Thank you Cox!

edited for spelling

[text was edited by author 2002-08-28 21:35:37]

After your clarifications I would have to agree with you that Cox worked with you and earned the well deserved thank you.

Stargazer, what Cox system are you with?